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The pace of change in the service economy has accelerated tremendously in recent years. Mastering the traditional aspects of service delivery will no longer be sufficient to keep pace with fast-changing consumer needs and expectations. Companies must learn to harness the potential of sharper tools to gain an edge over their competition.

This programme is conducted in partnership with SMU Academy and is a highly interactive and hands on workshop that equips participants with the frameworks, principles, and tools to encourage service innovation in their organisations.

Through this interactive process, service innovation concepts will be put into practice using a business simulation and case studies. Participants will be exposed to tools to measure service quality, creatively problem solve, improve processes, and analyse customer satisfaction.

These tools and techniques will help participants be better placed to build a culture of service innovation and achieve high service performance.

OBJECTIVES

Establish and manage a holistic framework for innovation across the organisation

Integrate service innovations with overall business portfolio

Develop customer insights using KANO analysis

Discover service innovation opportunities through ideation and prototyping

DURATION

2 days

DATE

Intake 2: 22 - 23 June 2017

FACILITATOR

Dr Uwe H. Kaufmann

Dr Kaufmann holds a PhD in Mechanical Engineering. He has more than twenty years of experience in implementing organisational improvements and changes in a wide range of industries. This includes private organisations such as Alstom, Aon, Armstrong, Bao Steel, Bosch, Bosch Siemens Home Appliances, Flextronics, Johnson & Johnson, JP Morgan, Schneider Electric, DB Schenker, Siemens, TCL, TRW, Wilmax Systems; as well as Public Service agencies such as ISCA, MSF, MFA, MinDef, MOF, MOH, MOM, MTI, IE Singapore, Muis and the Kingdom of Tonga.

FEES

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.